Refund & Cancellation Policy

1. Overview & Service Scope

This Refund, Return, and Cancellation Policy ("Policy") governs all purchases, transactions, subscriptions, token packages, digital diagnostic reports, and advisory bookings made through AdmissionArena (accessible at admissionarena.com), operated in compliance with the Digital Commerce Guidelines 2021 of the People's Republic of Bangladesh and international e-commerce standards.

AdmissionArena provides a suite of educational utilities, study-abroad planning calculators, diagnostic test assessment engines (including IELTS Writing and Speaking SaaS evaluation tools), structured application roadmaps, and expert consultation services.

By purchasing any digital token pack, accessing premium SaaS diagnostic features, or booking a paid advisory session, you acknowledge that you have read, understood, and agreed to this Policy in its entirety.

2. Nature of Digital Goods & Immediate Consumption

All software services, AI-assisted essay evaluations, speaking diagnostics, automated band calculators, and downloadable assessment reports provided on AdmissionArena are intangible digital goods delivered electronically over the internet.

Immediate Computational Consumption: When you submit an essay, task response, or diagnostic inquiry utilizing purchased tokens or credits, our cloud servers immediately allocate dedicated AI language model computation, scoring heuristics, and server processing to generate your qualitative breakdown. Because this service is performed and delivered instantaneously, consumed tokens and completed evaluation reports are non-reversible and non-refundable once generated.

3. Eligible Refund Circumstances

We are committed to fair customer protection. A refund or equivalent service credit will be promptly granted under the following documented circumstances:

• System Processing Failures: If a technical server fault or platform error occurs on our end that debits your token/payment balance but permanently fails to deliver the corresponding IELTS evaluation report, and our system does not automatically restore your credit within 15 minutes.
• Duplicate or Erroneous Gateway Charges: If network latency or a payment gateway anomaly results in multiple debits for a single intended order via SSLCommerz, cards, or Mobile Financial Services (bKash/Nagad/Rocket), we will issue a 100% refund for all duplicate excess transactions.
• Unused Token Packages (7-Day Cooling-Off Window): If you purchase a digital token pack or credit bundle and have not utilized any tokens (0% consumption) from the package, you may request a full refund within 7 calendar days from the date and time of purchase.
• Service Unavailability: If a purchased premium feature is inaccessible due to unscheduled platform downtime exceeding 48 consecutive hours, unutilized credits may be refunded upon verification.

4. Non-Refundable Items & Conditions

To protect our computational infrastructure from abuse, refunds will not be granted under the following conditions:

• Partially or Fully Consumed Token Packs: Once one or more tokens from a purchased package have been expended to perform evaluations or unlock reports, the entire package becomes ineligible for cash refunds.
• Subjective Disagreement with Diagnostic AI Feedback: Our IELTS scoring engines provide calibrated pedagogical estimates based on public IELTS assessment descriptors (Task Achievement, Coherence & Cohesion, Lexical Resource, Grammatical Range). An evaluation output reflecting a score different from your personal expectation does not constitute a defective service and is non-refundable.
• Change of Mind Post-Delivery: Deciding not to utilize an already generated report or choosing not to study abroad after accessing paid digital materials.
• Third-Party Test Outcomes: AdmissionArena makes no warranty regarding your official test day scores with IDP, British Council, Cambridge, ETS, or university admissions decisions. Official outcomes are independent of preparatory tools.
• Requests Made After the 7-Day Window: Refund claims for unutilized credits submitted after 7 calendar days from the transaction date.

5. 1-on-1 Consultation Cancellation & Rescheduling

For scheduled 1-on-1 expert advisory sessions or document review appointments:

• Advance Cancellation (>24 Hours Notice): You may cancel your scheduled consultation at least 24 hours prior to the appointment time for a full 100% refund, or reschedule to another available slot at zero additional charge.
• Late Cancellation (<24 Hours Notice): Cancellations made within 24 hours of the scheduled time are eligible for one complimentary rescheduling but are non-refundable in cash, as dedicated advisor time has been reserved.
• No-Show / Failure to Attend: If a student fails to attend a confirmed appointment within 15 minutes of the start time without prior written notification, the booking fee is forfeited and non-refundable.
• Advisor Cancellation: In the rare event an advisor must cancel due to emergency, you will receive the option of an immediate full refund or priority rescheduling.

6. Step-by-Step Refund Request Process

To ensure prompt resolution, all refund requests must be submitted via email following this procedure:

1. Send an Email: Write to [email protected] with the subject line Refund Request - [Your Order ID].
2. Include Mandatory Information:
   • Full Name and registered AdmissionArena email address.
   • SSLCommerz Transaction ID (Tran ID) or Gateway Reference Number.
   • Date and time of purchase.
   • Payment method used (e.g., bKash, Nagad, Visa, Mastercard).
   • Clear description of the issue (with relevant screenshots if reporting a technical glitch).
3. Review SLA: Our billing team will review your account activity and audit logs within 2 to 3 business days.
4. Notification: Once verified, you will receive an approval confirmation detailing the refund authorization code and expected gateway arrival timeline.

7. Payment Gateway Reversal Timelines (SSLCommerz)

Once a refund is approved and initiated by AdmissionArena, the processing timeline is governed by the banking and mobile financial network:

Important Anti-Fraud Note: Under Bangladesh Bank regulations and international AML standards, all approved refunds will be credited strictly to the original account and payment source used during checkout. Cash or third-party account refunds are strictly prohibited.

8. Token Validity & Expiration

Unless explicitly stated otherwise at the time of promotional offers, purchased digital token credits remain active on your AdmissionArena account for 12 months (365 calendar days) from the date of purchase.

Unutilized tokens automatically expire at the conclusion of the 12-month period and carry no residual cash redemption value.

9. Chargeback Prevention & Fair Use

We encourage users to contact our support team directly to resolve any legitimate billing inquiries before initiating a dispute or chargeback with their bank or MFS provider.

In the event of an unjustified chargeback initiated after consuming digital evaluation services, AdmissionArena reserves the right to suspend the associated user account, invalidate active tokens, and submit full digital audit logs (including IP addresses, timestamps, and delivered AI evaluation transcripts) to the payment gateway and merchant acquiring bank.

10. Billing Support & Contact Information

For any questions concerning this Policy, pending refund verifications, or transaction inquiries, please reach out to our dedicated billing desk:

• Billing Inquiries: [email protected]
• General Support: [email protected]
• Operating Hours: Saturday – Thursday, 10:00 AM – 7:00 PM (BST / UTC+6)
• Platform Website: admissionarena.com